Product & Service Design

We take a Design Thinking approach to discover, define, develop and deliver user-focused, goal-oriented, desirable and inclusive products and services.

Product & Service Design

It is not mystery that products and services have moved into the digital environment and that design is the most important “feature” for them – it is what sets companies apart and gives valuable advantage over their competitors.

Whether we are designing a new product or re-designing a service from the ground up, we apply Design Thinking for innovation and change. Design Thinking is an approach to problem solving focused on end-to-end product development and not just the “design phase” part. The process alternates between divergent and convergent thinking phases, is centered around collaboration and is iterative in nature.

Our Design Thinking approach to product and service design consists of the following phases:

Discovery

We start by engaging our multidisciplinary team of specialists to understand the challenge: we run strategy workshops with stakeholders to identify their goals and associated metrics that will guarantee the project or programme is a success.

At this point, we also learn about potential users and their pain points. We would employ user research techniques focusing on the knowledge gaps we need to fill.

Definition

After we have an understanding of the business goals and challenges as well as the user needs, we synthesize our findings and organise them into themes, gaining insights, identifying opportunity areas and specifying how we might resolve the challenges through a set of hypotheses to explore.

Development

Development in the context of Design Thinking is about ideating and exploring solutions based on the hypotheses that emerged during the definition phase. At this stage, we employ gamestorming techniques to collaboratively come up with ideas, explore them and decide on those that could be taken to the next level by prototyping them. 

Delivery

This final phase starts by bringing the most promising ideas into prototype form so we can rapidly test them with users. This approach allows us to quickly learn and iterate as needed. Once the prototype suggests that the hypotheses are validated we are then in a position to build and release the product or service to the market.

This approach is very flexible in nature – sometimes you just need to prove a hypothesis without incurring into a full development programme. So depending on your goals and constraints, we can model a Design Thinking approach that is suitable for your product or service.